Returns & Exchanges
Q: Does McFarlane Toys accept returns for damaged items purchased through the Online Store/Collector's Club?
A: Yes. If your product is damaged during shipping, or is broken/defective
upon receipt, we will replace the item at no cost to you. Make
sure you reference your order number along with all of your other
contact information, and we will issue a "call tag" to have UPS
pick up your package. Please note, in some cases we may not be
able to replace your damaged product because the product is no
longer available. As you may know, all of our figures are produced
in limited quantities, and in the case of Club Exclusives, very
limited quantities. In the event that we cannot replace your damaged
product, we will issue a refund for the damaged product - but
only after it is returned to us. You must notify us within 30
days from the receipt of your package by contacting our Customer
Service Department HERE.
Please Note: McFarlane Toys does NOT guarantee "mint" condition
packaging for non-exclusive figures. Please read our policy on
package condition by clicking HERE.
International Returns - purchased from our online store -- All requests to return damaged or defective products purchased through our online store are handled on a case-by-case basis. Please contact our Customer Service Department HERE for further assistance.
Q: Does McFarlane Toys accept returns of undamaged products purchased through the online store?
A: Yes. However, refunds will not be issued for undamaged product
returns. Instead, we will issue a store credit toward the purchase
of other merchandise sold through our online store. All requests
to return such items must be made within 30 days of receiving
your order. The customer is responsible for all shipping costs
involved in the return of undamaged merchandise. Any store credit
issued under these circumstances will be equal to the amount of
the items only, and will NOT include the original shipping charges.
To request a return authorization under the above terms, please
contact our Customer Service Department HERE.
Package Condition
Q: Does the McFarlane Toys online store guarantee "mint" condition packaging?
A: Not on mass-released product. McFarlane Toys ships the same quality product that can be found in retail stores. We cannot be responsible for minor creases, scratches, dents, or other superficial imperfections to the packaging. Products purchased at a discounted price are sold "AS-IS", and returns and exchanges for such items will not be authorized. If you desire "mint" packaging, you should purchase our products through a retailer where the product can be inspected before buying. If you believe your figure was damaged during shipping, click HERE to view our return policy.
Shipping Times and Costs
Q: How long does it take for my order to ship?
A: Orders will ship from our warehouse within two weeks from the day your order was placed.
Note: Shipping times WILL increase during peak times of year, such as during holidays or around the release time of exclusive figures.
If you have further questions regarding the shipping of your order, please contact our Customer Service Department HERE.
Q: Once my order has shipped, how long does it take?
A: Most domestic orders will arrive within 30 business days from the time it leaves our warehouse. We ask that you allow at least 4 weeks for delivery from the day you place your order.
Q: How much does shipping cost?
A: Shipping costs vary based on how much is ordered, as well as your postal code. The cost is calculated automatically during the checkout process in our online store. The online store also includes a Shipping Cost Estimator, located in your shopping cart. This will give you an estimated shipping cost at any time before your order is completed. The estimator can vary from the final charges you incur before you complete your order.
Shipping Cost for International Orders: Orders placed outside of the United States may require additional costs for Customs Duties and Taxes (aka Brokerage Fees). You are responsible for any additional charges incurred after your order has shipped. McFarlane Toys is not responsible for any additional charges, taxes or fees you may incur. To get more information on duties and taxes in your country, you may contact UPS at 800-742-5877 or visit www.ups.com for more information.
If you have further questions regarding shipping time and costs, please contact our Customer Service Department HERE.
International Customers
Q: To what countries does McFarlane Toys ship?
A: McFarlane Toys ships worldwide, with the exception of only a few countries. If your country does NOT appear in the Country drop-down list during checkout, then we do not ship to your country. Examples of countries we currently do NOT ship to include Mexico, Indonesia, Singapore and some South American countries.
Q: How much does it cost to ship to my country?
A: Shipping costs vary based on how much is ordered, as well as your postal code. The cost is calculated automatically during the checkout process in our online store. The online store also includes a Shipping Cost Estimator, located in your shopping cart. This will give you an estimated shipping cost at any time before your order is completed. The estimator price can vary from the final charges you incur before you complete your order.
NOTE: Orders placed outside of the United States may require additional costs for Customs Duties and Taxes AKA Brokerage fees. You are responsible for any additional charges incurred after your order has shipped. McFarlane Toys is not responsible for any additional charges, taxes or fees you may incur to have the order delivered. To get more information on duties and taxes in your country, you may contact UPS at 800-742-5877 or visit www.ups.com for more information.
If you have further questions regarding shipping time and costs, please contact our Customer Service Department HERE.
Preorders
Q: Does McFarlane Toys accept pre-orders for products sold through the online store?
A: No. McFarlane Toys does not accept pre-orders for products sold through our online store. Products may only be purchased through our online store once they are released. Many of our authorized retailers accept pre-orders. To see a list of these retailers, click here: http://www.spawn.com/toys/wheretobuy/.
Online Release Schedule
Q: When is [insert name of toy] going to be released in your online store?
A: To see a release schedule for our products in the Spawn Store, please click here: http://store.spawn.com/DynamicLoadPage.aspx?CategoryID=97. To see a monthly release schedule for our products in North America, please click here: http://www.spawn.com/info/releasedates.aspx.
Online Store/Credit Card Security
Q: Is your online store a secure site?
A: Yes. For more information on our Web site's security, please read our privacy policy HERE: http://www.spawn.com/info/privacy.aspx.
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updated February 8, 2007